Complaint not resolved, no deadlock letter
Hi, not sure if this is on the correct board, apologies if not! First time posting! It may be a bit long winded, but hopefully it is making sense. My contract was coming to an end, so I called Virgin and spoke to the retention team. They went through the option he had, which was renewing my contract at a small increase - about £2. I initially said I'd take it to my husband and check he's also happy as we were just getting options right now. He said I could accept it to lock in the price, and I'd have 14 days to cancel either way. So I said ok then sure, and within about 4 seconds I said actually no I don't want to proceed, I'll speak to my husband and come back to you. The person I was speaking to said okay sure, no problem, ring us back when you're ready. The next day I got an email about my new contract and the new price, which is what he had given me on the phone the day before. He had given no indication that this had gone through on his end, which he definitely would have seen but probably just wanted the sale against his targets!! I rang back up the same day, so 24 hours after initially calling, and explained what had happened and that I did not want this contract, had told the advisor on the phone I did not wish to proceed, and he had not told me that this contract had actually gone through. The advisor I spoke to was very nice, said he had sorted it and I asked to cancel my services altogether, which he also sorted. He said I'd have a normal bill for September, and be due a small refund in October, nothing about early termination fees etc. He said if I want to log a complaint, it would be better doing online as it tends to get looked at quicker but he would log one for me if I wanted him to. I logged it online based on his advice. I got a poor response back from the complaints team, basically saying oh we're sorry about that but if you want to rejoin us you need to do xyz, bye. I went onto their whatsapp chat thing, and spoke to somebody on 27th August, this is now 5 days after I initially called. I explained what happened and that I was not happy with their complaint response, as it didn't address the actual problem and I felt it was very dismissive. They offered to see if they could better the package offered, to which I declined and said I would just like to continue with the cancellation and get this complaint resolved. They asked for a financial figure I had in mind, which I gave, and then they said that actually they can't offer me any compensation because (direct quote) Understanding the situation, we have proceeded to waive the fee of about £433.00GBP as an apology gesture and a compensation due to the inconvenience caused. So we have already taken care of the charges for you. I challenged this, saying that I didn't cancel, I asked not to proceed with the renewal of the contract and as far as I was aware, that was it. I wasn't cancelling anything when I rang up a second time, and my understanding is that doing so within 14 days reverts you back to the previous contract terms anyway if you have one. No early disconnection fee is due on the new contract, maybe a small one on the original as I was a few days before my 30 day window. They have stuck to this line ever since. On the same day I asked for a deadlock letter so that I can escalate the complaint, and they advised they would get somebody to contact me within 72 hours, and then 24 hours. 5 days later I have not heard from anybody. What can I do here? I am frustrated beyond belief that I'm getting fobbed off, yet they still want to call me and try and get me to stay with new packages but nobody can deal with my complaint! Thanks for any help.Solved932Views1like5Comments